KCS Foundations

Overview

Whether you provide technology support for a corporate help desk, products, or a third party provider, you are almost certainly under pressure to extract as much productivity as possible from your resources while also improving service levels. This comprehensive, two day workshop on Knowledge-Centered Support (KCS) Version 6 will help you to achieve this.

Knowledge-Centered Support (KCS) is a business methodology that was developed and tested by members of the Consortium for Service Innovation.

KCS is a ‘just-in-time’ approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The knowledge that is created improves internal efficiency as well as customer success on the web.

The fundamental goal of KCS is to solve a problem once and use the solution repeatedly. Organisations have shown that adoption of KCS can improve operational efficiency, customer satisfaction and employee morale. This workshop examines the need for a knowledge-centered strategy, the organising principles of KCS and the benefits that it delivers.

Who Should Attend

This two-day workshop is for support centre directors, managers, supervisors and team leaders in addition to all staff directly involved in or responsible for the knowledge management process.

Benefits

Assess the value and benefits of the KCS best practices

Understand KCS principles and processes

Examine the fundamentals and dynamics of the solution management processes

Identify key roles and responsibilities in the organisation

Appreciation for a knowledge-centered methodology to assess performance and contribution

Well delivered by someone who is knowledgeable and enthusiastic on the topic. Good structure and right number/frequency of breaks. Perhaps add one or two interactive activities during day one to break up presentation sessions. Good venue.

Steve made the 3 day training very enjoyable and is very knowledgeable in KCS and management techniques. Steve used real life examples to make the learning very easy and practical to learn the content.